Patient Services Retention Coordinator

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist in scheduling procedures and advanced clinical tasks aimed at enhancing patient care.

• Inform patients about the significance and advantages of adhering to scheduled procedures and follow-up appointments.

• Offer alternative payment and scheduling options to promote patient retention.

• Organize, modify, and oversee cancellations and no-shows for patient appointments, endoscopy procedures, and related services.

• Reach out to patients with canceled procedure appointments to recover cancellations and reschedule them promptly.

• Collaborate with Financial Counseling to discuss alternative payment plans.

• Work with field operations to explore different scheduling options.

• Lower procedure cancellation rates in accordance with company metrics.

• Handle calls, emails, voicemails, and patient portal inquiries while delivering outstanding customer service.

• Update and maintain physician schedules and endoscopy block times.

• Arrange procedures within United Digestive endoscopy suites and coordinate hospital-based procedures when needed.

• Schedule ancillary, laboratory, and radiology services; relay results appropriately with provider consent.

• Gather, confirm, and record accurate patient information.

• Process prescription refill requests and relay pharmacy details to providers for approval.

• Counsel and educate patients and their families regarding appointments, treatments, procedures, and preparation guidelines.

• Address appointment and information inquiries from patients, referring providers, and internal staff.

• Fulfill information requests that support billing accuracy and ensure timely patient-account payments.

• Stay informed about drug uses and dosage requirements relevant to patient-care coordination.

• Remain available in the call queue and meet departmental quality, productivity, and performance expectations.

• Cross-train and carry out additional Patient Service Coordinator responsibilities, including phone triage, pre-certification, referrals, document management, and medical records support.

• Uphold HIPAA compliance and maintain strict confidentiality.

• Participate in staff meetings, marketing activities, customer service training, and professional development initiatives.

• Execute additional duties and special projects as assigned.

⛳️ Requirements

• High School Diploma or GED is required.

• Proficiency in computer usage is essential.

• Proven ability to operate healthcare information systems.

• Demonstrated capability in using multiple Microsoft Office applications.

• Ability to work autonomously and manage several priorities in a dynamic environment.

• Willingness to travel as required for business needs.

• A minimum of 2–3 years of relevant experience is preferred, including call center, eCW, specialty clinic, and/or gastroenterology experience.

• Familiarity with clinical workflows, scheduling, and patient care coordination is preferred.

• Certification or registration as a Medical Assistant is preferred.

• Bilingual skills are highly preferred.

• Must successfully pass a pre-employment drug screening.

🏝️ Benefits

• Full-time employment.

• Fully remote work arrangement.

• Continuous professional development opportunities.

• Customer service training sessions.

• Participation in staff meetings and marketing activities.